Team Manager
Team Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Responsibilities:
- Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities:
- i. Accomplish weekly deliverables such as:
- Coaching compliance inclusive of RCAs and action Plans.
- Weekly Audit requirement and call scrubbings.
- Team attendance infractions insights thru internal Sutherland attendance tool.
- ii. Provide ideas that can help the client improve their product business processes and/or policies.
- iii. Present Team Performance to Clients in as needed basis.
- i. Accomplish weekly deliverables such as:
- Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale.
- i. Set up accountability discussions on attendance and performance challenges.
- ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
- iii. Keep employees in the loop for any internal and external updates.
- Have Team participate on Site and Program employee engagement activities.
- iv. Come up with Team level mini engagement activities to hype morale.
Qualifications :
Our most successful candidates will have:
- A Bachelors degree or Associate Degree is preferred but not required.
- Experience in managing a team of 18 to 20 associates.
- Experience and first-hand knowledge in a Tech or Telco environment on a customer service line of business.
- Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
- Strong customer orientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules meetings and initiatives.
- Knowledge of metrics their measurements thresholds targets and process owners.
- A proactive attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.
Internal
- Must have FY24 PDP rating of Exceeds Expectations (4) or Outstanding (5)
- Tenure of at least 18 months
- No Active DA
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Computer Hardware
- Fund Management
- Attorney At Law
- Jni
- Analytics
